Program Manager

Job title:

Program Manager

Company:

Darwin Rhodes

Job description

The Program Manager serves as the primary liaison between all contacts for 1 to 3 Clients and C3i’s Ongoing Support groups (Help Desk, Hardware and Managed Services) to ensure timely and quality delivery of contracted services.The Program Manager is accountable for managing client expectations, establishing key client relationships at the operational and strategic levels, and supervising all services provided to Client.The Program Manager acts as a Client’s Advocate within C3i operations.The ideal candidate has a good understanding of basic project management, customer service and service level agreements as well as previous experience in the Pharmaceutical industry.The Program Manager must be able to manage complex business situations, plan, schedule, and monitor multiple activities in a fast-paced and fluid environment as well as get things done.Principal Responsibilities: (Essential Function)Operational Effectiveness, Quality and Client satisfaction

• Ensure Operations meet Client’s Service Level Agreements;

• Provide regular measurement of the effectiveness of all services provided by C3i (Operational Effectiveness Dashboard);

• Drive Process Improvement initiatives to enhance Operational Effectiveness, as applicable;

• Ensure Client satisfaction on all Ongoing Support services provided to client by C3i;

• Ensure client is a positive reference for C3i’s Ongoing Support Services;

Change Management

• Identify events likely to impact client’s ongoing support operations by maintaining a Change Management Dashboard;

• Ensure C3i operations are ready to handle change (Change Readiness);

Reporting, Meeting management and Value Added Analysis

• Ensure the timely delivery of all contracted reports across all lines of service;

• Track trends across all service lines (Call Volume & Patterns, Hardware Service demands, training needs, etc.);

• Act as client’s point of contact for any additional reporting/data analysis request;

• Provide value-added analysis in order to help client 1) increase field effectiveness and 2) manage TCO;

• Prepare for and coordinate all relevant client-vendor meetings (Monthly account review, Open calls reviews, etc.);

Issue resolution

• Act as Single Point of Contact for the resolution of any and all client issues across all Ongoing Support Services provided (Help Desk, Hardware, Training and Managed Services, as applicable);

• Maintain an up-to-date issue tracker across the account;

QA & Training activities

• Participate in the QA Process, as appropriate (live observes, VoicePrint review and related coaching);

• Analyze QA and Training data (Assessments) across the account and make recommendations for coaching and/or training;

• Work with Training Manager and Help Desk Managers to ensure recommendations are carried out;

Administrative tasks

• Perform monthly invoicing;

• Act as POC for all invoice questions and issues on Ongoing Support Services;

Relationship building & Business Development

• Build relationships with client contacts, internal C3i operational groups and any 3rd party involved in supporting Client’s environment. Requires frequent presence on client’s premises;

• Work with other C3i departments, as appropriate, to identify Cross-Selling Opportunities as well as develop strategies to develop more business within the account(s). Facilitate contract re-negotiations;

• Coordinates with Sales for the preparation of SOWs and other sales or legal documents;

• Be fully knowledgeable of all contract content, Service Level Agreements, exception clauses, pricing and others as applicable;

• Keep abreast of all other C3i services;

Other responsibilities

• As assigned by the management.

Job RequirementsEducation

• BA/BS degree in an Information Technology discipline or equivalent job experience;

• Master’s degree a plus;

• PMM certification a plus.

Experience

• Minimum 3-6 years of management experience in a technical customer service environment;

• Previous call center experience preferred utilizing call tracking and observance tools;

• Experience in the pharmaceutical vertical (IT, sales, sales support, clinical or marketing) a plus.

Skills & Competencies

• Solid presentation, organizational, client engagement and project management skills;

• Excellent verbal and written communication skills;

• Excellent time management skills;

• Excellent interpersonal skills;

• Strong negotiation skills;

• Ability to build long term relationships and client engagement;

• Strategic thinking;

• Excellent customer service;

• Good knowledge and practical understanding of standard software packages including: Windows, Microsoft Excel, Microsoft PowerPoint, Horizon. Microsoft Project a plus;

• Pharmaceutical Clinical experience a strong plus.

Expected salary

Location

København

Job date

Thu, 29 Aug 2024 04:08:08 GMT

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